Using 800 Numbers To Improve Employee Effectiveness

The many branding and marketing advantages of using 800 numbers are well known. However, many businesses are unaware of the many other ways toll free services can be used to improve operations and to create a better oiled profit making machine. Most 800 number providers offer a range of toll free number tools that can be used to increase employee effectiveness, which in turn can lead to lower operating costs, higher closing ratios, and larger profits. 

Custom call forwarding options for your toll free number can enable you to forward incoming calls to specific lines or departments based on a variety of options including the area code and state where the call was generated. This option means that calls can be transferred to teams focused and specifically trained to handle certain campaigns and offers as well as being able to relate better to callers and prospects. For example, callers from Texas would much rather speak to someone from Texas or at least feel that the rep they are working with understands their local needs. Employees who only need to focus on being experts on a smaller part of your business can perform more effectively. This specialization also means you do not need as high a caliber of staff manning your 800 numbers, so you can save more on labor costs; each member of your staff can concentrate on what he or she does best instead of having to master all aspects of your business. 
 
Good toll free service providers will also provide you with online toll free number management services; these tools will grant you access to call details in real time, thereby providing you with a variety of metrics for your 800 numbers. Most often, this data will not only include the number of calls coming through your 800 numbers, but the amount of time your customer service and sales staff spoke to the customer, how quickly they answered the phone, and if any customers were put on hold. These details will enable you to determine how well your sales staff is performing. If the incoming calls to your 800 numbers are very short and deals are not being closed, clearly there is a problem. You may also be able to determine where in the sales script issues or turn-offs exist for customers and whether a specific agent is having problems or whether the issues are across the board with your staff. You can use this data for training, coaching on specific areas of the process, and rethinking and improving your sales scripts. Other toll free tools also enable you to record phone calls which can be used for training and coaching. Additionally, 800 number conferencing features can allow supervisors to jump into calls as needed to assist less experienced team members in closing difficult deals.

Toll free services offer a wide variety of ways for you to track you company's progress and success. Make sure you take advantage of all the toll free service tools available so you can keep ahead of the competition and operate your business at its maximum potential.

Credit Line: © Erol Berberovic | Dreamstime.com